Month: July 2017

So, you want to employ a consultant?

In today’s business climate, it is not unusual for organisations to require the services of an external consultant for specialist services. If chosen wisely, the investment in a consultant can offer significant benefits; leveraging external experience, knowledge and technical skills to deliver a post-effective solution to the problem at hand. If chosen haphazardly, you can spend a lot of money, time, and frustration to reach an outcome that doesn’t meet your needs. To ensure you always choose wisely, consider these six key steps to make the selection of a consultant easier and achieve value for money. Think about the problem […]

Your Experience of Service Yes, we do YES

The Your Experience of Service (YES) survey is a validated measure of consumer experience of public mental health services. Developed by the Australian Department of Health, the YES survey is available under licence, free of charge, to service providers. Information of the survey tool and how to access the survey is available at https://mhsa.aihw.gov.au/committees/mhissc/YES-survey/ Bheard has recently undertaken a telephone survey of over 1000 mental health consumers using the YES survey. Of the consumers contacted and eligible to complete the survey, we had a completion rate of 70%! Our staff have lived experience as consumers or carers. Our genuine interest […]

Using Consumer Analytics for Continual Improvement Listening

Listening to consumers, their families and carers, is critical to succeed in an increasingly competitive climate. For example, the commencement of the National Disability Insurance Scheme (NDIS) and emergence of disruptive technologies, introduces informed choice. As purchasing power shifts to individual consumers, they will become more critical in their choice of service. To meet their due diligence responsibilities, Directors must have an effective oversight of the processes in place to engage with consumers to effectively monitor and manage the quality and safety of services. Understanding what consumers think about the services you provide is a pressing necessity in an environment […]